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All Journal Journal of Governance and Public Policy Pena Justisia: Media Komunikasi dan Kajian Hukum PRAJA: Jurnal Ilmiah Pemerintahan Jurnal Ilmiah Administrasi GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal dan Pembangunan JSIP: Jurnal Studi Ilmu Pemerintahan Jurnal Ilmu Sosial dan Humaniora Data : Journal of Information Systems and Management
Adnan, Andi Astinah
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Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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ANALISIS KUALITAS PELAYANAN TERHADAP KEPUASAN MASYARAKAT DALAM PEMBUATAN SURAT KETERANGAN AHLI WARIS DI KELURAHAN BENTENG Melani; Sapri; Adnan, Andi Astinah
GOVERNANCE: Jurnal Ilmiah Kajian Politik Lokal dan Pembangunan Vol. 12 No. 1 (2025): 2025 September
Publisher : Lembaga Kajian Ilmu Sosial dan Politik (LKISPOL)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56015/gjikplp.v12i1.506

Abstract

This study aims to analyze the quality of public services in relation to community satisfaction in the issuance of inheritance certificates at Benteng Urban Village. The main focus of this research is to identify service quality based on the five SERVQUAL dimensions developed by Parasuraman, Zeithaml, and Berry (reliability, responsiveness, tangibles, empathy, and assurance), as well as to identify the factors influencing community satisfaction, namely planning, leadership, coordination, and supervision. This research employs a descriptive qualitative approach with data collection techniques including interviews, observations, and documentation involving seven informants who have previously processed inheritance certificates at Benteng Urban Village. The results show that the dimensions of reliability and responsiveness were the most frequently criticized by the public due to unclear procedures and a lack of promptness from service staff in providing information. Meanwhile, the aspects of tangibles, assurance, and empathy showed relatively good results. In terms of public satisfaction, it was found that insufficient planning and weak leadership among staff contributed to slow and inefficient service delivery. The conclusion of this study highlights the importance of improving overall service quality, particularly in the areas of communication, staff training, and responsive leadership, in order to enhance public satisfaction
Co-Authors A, Nurul Muhliza Aris, Affandi Agusman Asri, Kasma Erfina Erfina, Erfina Fachry Abda El Rahman Hamid, Hariyanti HARIYANTO HARIYANTO Latif, Adam LUKMAN, LUKMAN Mannu, Ahmad Martan, Mitra Megawati Melani Muh. Rusdi Muhammad Nur Nur Alia, Nur Alia Nurhikma Sapri Suci Nur Ramadani Sundari Sundari Useng, Abd Razak Wijaya, Adil